An Operational-Level Agreement (OLA) is a formal document that outlines the responsibilities and expectations between different internal teams or departments within an organization. It serves to clarify the services, processes, and performance metrics that will be adhered to by the involved parties to ensure smooth operations and effective service delivery. Key features of an OLA include: 1. **Scope of Services**: It specifies the services provided by each team, detailing what is included and what is excluded.
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